Enhancing it service management ontology using crowdsourcing

In a configuration of entities, which are respectively included in a specified domain having a first ontology, wherein each entity has a relationship with each of one or more other entities, a computer program product executable in recordable storage medium for performing an Information Technology (IT) service management operation associated with the configuration, comprising:

• instructions for using information provided by the first ontology to create a specified question pertaining to the operation;
• instructions for determining whether an answer to the specified question is initially available;
• instructions responsive to an answer to the specified question being initially available, for using information provided by the initially available answer, and by the first ontology, selectively, to create a second question, wherein the second question pertains to the operation and is directed to at least one of the entities;
• and
• instructions responsive to an answer to the specified question not being initially available, for implementing a crowdsourcing procedure to seek an answer to the specified question.

In a configuration of entities, which are respectively included in a specified domain having a first ontology, wherein each entity has a relationship with each of one or more other entities, a computer system for performing an Information Technology (IT) service management operation associated with the configuration comprising:

• a bus;
• a memory connected to the bus, wherein program code is stored on the memory;
• and
• a processor unit connected to the bus, wherein the processor unit executes the program code:
• to use information provided by the first ontology to create a specified question pertaining to the operation;
• to determine whether an answer to the specified question is initially available;
• responsive to an answer to the specified question being initially available to use information provided by the initially available answer, and by the first ontology, selectively, to create a second question, wherein the second question pertains to the operation and is directed to at least one of the entities;
• and
• responsive to an answer to the specified question not being initially available, to implement a crowdsourcing procedure to seek an answer to the specified question.